Singapore Customs

UI/UX Designer, Aug 2019 - Dec 2019
About
Singapore Customs, a department under the Ministry of Finance, is the lead agency for trade facilitation and revenue enforcement. The project was to redesign their web and mobile app platform for travellers and businesses to declare and pay the duty and/or GST for the goods purchased, anytime anywhere prior to their arrival in Singapore.
My role
I led the design research to discover pain-points of the existing declaration and payment services of duty and/or GST for the goods purchased. I was also involved in design iteration process up until the finalised wireframes.
Usability testing
The goal was to validate existing design - what works and what doesn't.

I set up the entire user research plan and timeline and arranged for participants. The participants includes two profiles - Custom officers (air, land and sea) and travellers. The main difference was the custom officers were very familiar with the app as they used it daily, whereas it's the other way for travellers.

They were tasked to declare different item types such as alcohol, luxury goods and cigarette on the app and make a payment on the existing app. I facilitated the sessions which were watched by stakeholders, and together we uncovered behaviours, pain-points and ideas from the participants.
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Ideation and prototype
With the insights gathered and the data provided by Singapore Customs previously, we proceeded to ideation. Everyone was invited to share their ideas and references. The goal was to address the pain points and deliver a better experience for the users.

A prototype was created and we engaged in another usability test. This time round we had both previous and new participants. The tasks were the same but we hoped for a different outcome (pain points addressed). The new design was welcomed very positively and it also reduces the time taken needed for declaration, which made custom officers happy.

I then worked with another designer on creating the final UI design.

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